One prediction that’s easy to make is that interest in predictive analytics and omnichannel
solutions will continue to increase exponentially in 2015.
Businesses are more aware of the need to understand what drives
customer behavior across all touch points and be proactive in their
response. We caught up with two solution providers to find out how
their products help improve customer engagement.

SAP offers choices for companies that want to
think beyond single transactions and engage customers...

When customers anywhere in the world want to know more about a
product or service or are simply seeking general information, they
now expect accurate, detailed answers almost instantaneously. Many
of the innovative solutions on display on the exhibit floor offered
businesses new ways to respond to the non-stop flow of questions
without increasing their call volume. In addition, suppliers also
provided new tools for better employee communication.

Improving Customer Service by Looking at it From the Customer’s
Perspective

At the heart of the customer experience is the actual customer
and everything he or she encounters in trying to find information,
complete a transaction or resolve an issue. At the 2014 SpeechTEK,
CRM Evolution and Customer Service Experience event, which was held
in New York August 18-20, one common theme was the need for
organizations to better understand the customer journey from the
customer’s point of view. Companies...

In this final wrap-up of the New York events, we look at
important product upgrades, find out how the latest co-browsing
technology is impacting contact center efficiency and customer
satisfaction, explore evolving customer preferences in mobile
customer service and virtual assistants and delve into the latest
progress in knowledge base solutions.

Are businesses doing all they can to ensure that their
technology investment is well spent? How can virtual agents become
important contributors to voice-of-the customer feedback? Is visual
IVR the future of customer engagement? What speech, language and
voice technology solutions are making a difference in the
marketplace? Find out answers to these questions as we continue to
review companies who were making news at the New York event.

In an effort to better communicate with attendees of their
multifaceted event held August 19-21, 2013 in New York, InfoToday
took a new direction to summarize the diverse products and services
being showcased on the exhibit floor. While SpeechTEK, CRM
Evolution and Customer Service Experience retained their identities
as separate educational programs, the organizers rebranded the
exhibit hall under the umbrella title “Customer...

Acknowledged as one of the industry’s influential events, Call
Center Week took place in Las Vegas June 10-14. Approximately 1,500
contact center professionals (including expert personnel over 125
exhibitors) convened at Caesars Palace to exchange ideas, explore
emerging technologies, hear from leading authorities in the field,
and discuss what’s working in contact centers across a broad range
of industries. Multi-channel solutions, analytics, voice of
the customer measurement, mobile...

I'm the new kid on the block here at CRMXchange,but since I've
been involved in customer-related issues since
the prehistoric days when CTI was the golly-gee
tecnhology and it was still acceptable to use the dreaded 'T"
word to summarize the industry as a whole, I'm not all that
new and hardly a kid.

I've seen the terminology
migrate from customer service to customer
care, to customer relations management--before it became the
acronym we now all know and love. But the growing demand
for immediate...

Customer care managers are finding new opportunities for building
retention and loyalty programs without busting the budget by
leveraging more capable speech self-service solutions. A variety of
technology and business factors are coming together to make it
easier and more cost effective to deploy engaging voice based
dialogs designed to deliver great customer care. Seventy percent of
Americans are willing to spend an average of thirteen percent more
with companies they believe provide great... continue reading this post »

The following are some more information on the vendors who
attended the IQPC event. AnalyticsFor companies
frustrated with isolated or disparate data sources, 360'CRM's
latest advances in its InSight data analytics tool provides new
levels of actionable information for the Call Center or Channel
Management practitioner. InSight not only automatically draws
call center performance data in to a common, universally comparable
dashboard and report analytics library, it also integrates...

The staff of CRMXchange was present
at the IQPC Las Vegas Call Center Week. IQPC did a commendable
job with the content and speakers in the event. The exhibit
hours were long, running close to 11 hours on day one, but the
vendors were pleased with the amount of interest that people showed
in their products and services.

We traveled the exhibit
hall. Below are some vendor highlights.

Analytics

Contact Solutions – The Continuous
Improvement Practice (CI) is based on a unique methodology...

Getting ahead of your customers’ expectations, and even reactions
to doing business with your organization, can present great
challenges. Coupled with the breadth of multichannel service and
communications media, it begs the question: “How well are you
equipped to anticipate, analyze, and act on customers’ requirements
and their experiences with your organization?”Customer Interaction
Analytics are solutions that include speech, data and text
analytics, along with customer survey feedback. ... continue reading this post »

The joint Speechtek/CRM Evolution conference offered attendees
ideas, strategies, and technologies to help streamline business
processes, improve customer satisfaction levels, and increase
profitability. Below is a review of just a few of the
organizations we met with at the conference. West
Interactive has been very busy this year with the acquisition
of Holly Connects, a voice platform, and TuVox, an IVR hosting and
managed services company. The acquisitions round out West’s
ability to let... continue reading this post »